Troubleshooting users

What happens if I forget my password or can't log into my phone app to reinvite myself?

Use the web version of the customer app to initiate the "Forgot your password" process.

SMB Customer App

Login by following the links in the email. Once logged in the user can resend another mobile invitation to themself.

If a new user:

• did not receive the invitation email,

• did not respond to the invitation before it expired,

• changed their phone and requires a new invitation, or

• did not receive the SMS text message with the code,

A new invitation can be sent to them at any time by a Site Manager.

1. Navigate to the My Team screen within the SMB app.

2. Search for the user and click the downward arrow on their user card for more options.

3. Select the Invite button.

   1. The Invitation screen displays.

4. Select Use a mobile device.

5. Ensure the Require SMS verification check box is unchecked.

6. Select the SEND button.

If a new user is going to use the web application:

The first email invitation is always a mobile invitation (an invitation to download the mobile app). To send a web app invitation:

1. Navigate to the My Team screen within the SMB app.

2. Search for the user and click the downward arrow on their user card for more options.

3. Select the Invite button.

   1. The Invitation screen displays.

4. Select Use a web browser.

5. Select the SEND button.

The user will receive an email to update their password. They will need to follow the link in the email and create a password. Their email address is their username.

Most users should be encouraged to install and use only the mobile app rather than the web app version.

Note: Email addresses must be unique for every user, as this becomes the username if a user requires a web app account (instead of, or in addition to, using the mobile app with FIDO authentication).